Lucy Support Overview

Support Tiers Overview

At a high level, support is structured into three tiers. This ensures that issues are addressed at the right level, with the right resources, as efficiently as possible.

Tier I Support - Frontline/ User-Level Support

  • Addressing basic user issues (e.g., login problems, navigation questions).
  • Creating and managing user accounts.
  • Troubleshooting simple, day-to-day problems and escalating to the Capacity team when needed.
  • Providing “how-to” guidance on common functions.

Goal: Provide fast solutions for common issues so users can get back to what they need to do, while making sure more complex problems are smoothly passed along to the right team.

Common Tier I support activities

General Admin Activities

  • Updating Homepage
  • Managing Reporting
  • Managing Discover Portals
  • Managing Sources and Disclaimers
  • Managing CMS

Indexing Support

  • Leading and organizing repository connections
  • Sharing technical and best practices
  • Index Troubleshooting

User Management

  • Managing user outreach, communication, and feedback
  • Adding or editing users
  • Managing Roles and Attributes
  • Configuring user permissions

Communication Defects

  • Investigating defects
  • Recording reproduction steps
  • Filing defects externally
  • Managing communication internally


Tier II Support - Platform Configuration and Advanced Configuration

  • Investigating and resolving more complex issues beyond basic user troubleshooting.
  • Configuring and managing advanced platform settings.
  • Connecting new data sources and ensuring they are properly indexed.
  • Providing deeper guidance and solutions that may require hands-on support within the client’s environment.
  • Coordinating with the client’s administrators to ensure optimal setup and adoption.

Goal: Provide advanced technical and configuration support that requires platform expertise but does not require code changes.

Common Tier II support activities

Technical Support

  • Identifying resource requirements & expertise
  • Troubleshooting with developer(s)
  • Documenting technical requirements
  • Outage monitoring & support
  • Managing CMS

Indexing Support

  • Configure repository connections
  • Ensure all supported files are 
    indexed
  • Monitor connections for updates 
    or changes

Investigation and Monitoring

  • Identifying & triaging defects according to severity
  • Monitoring defect resolution
  • Documenting product improvements

Administrative Support

  • Collaborate with Tier I Support
  • Lucy only administrative actions (i.e., enabling new features, adding synonyms, etc.)
  • Moving user among instances
  • Bulk adding & removing users


Tier III Support - Engineering-Level Support

  • Investigating and resolving product issues that require code-level changes.
  • Fixing software bugs and defects.
  • Implementing product enhancements or feature requests.
  • Supporting escalations where Tier II cannot fully resolve the issue.

Goal: Ensure long-term stability of the platform by addressing defects, improving functionality, and delivering new features.

Common Tier III Support Activities

Development & Engineering

  • Code-level bug fixes

  • Feature development

  • Root-cause analysis

  • System upgrades

Indexing & Integrations

  • Build new connectors

  • Modify ingestion pipelines

  • Resolve unsupported file types

  • Extend platform capabilities

Performance & Optimization

  • Diagnose performance issues

  • Infrastructure scaling

  • Search/ranking improvements

  • Load testing

Defect & Incident Resolution

  • Escalated defect fixes

  • Hotfixes/patches

  • Systemic issue resolution

  • Update technical docs

Collaboration & Strategic

  • Work with Product Mgmt

  • Release management

  • Cross-functional projects


Lucy Team Tier II Email for Lucy Issues: support@lucy.ai

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